Hotels.com Refused to Refund My Canceled Reservation

Think twice before making a transaction through Hotels.com. On November 5, 2024, I made a 20-day reservation for April 1–20, 2025, at the Four Points by Sheraton Munich Arabellapark Hotel in Germany via Hotels.com for a business trip. However, since my visa was not approved, I canceled the reservation on November 6, 2024, just one day later. Hotels.com claims they will only refund 10% of the amount I paid for the reservation. I have made numerous calls to their customer representatives, and although they repeatedly said, "We will help," no action has been taken—they keep stalling. I never expected such an issue from a corporate company like Hotels.com, which I use frequently. When I contacted the Four Points by Sheraton Munich Arabellapark hotel in Germany, they informed me that they had no record of my reservation and stated that Hotels.com should process the refund. Despite this, Hotels.com continues to insist the refund will be made, but 1.5 months have passed, and I still have not received my money. Reservation No: 72958158427813.